Clicks parcel not delivered

I ordered cosmetics on the 25 September and till date I haven’t received my order. I called customer service numerous times and they kept telling me that the order was damaged so then I asked for a refund. They didn’t refund me and when I asked the people from customer service they were not professional about providing help for me. I was then sent an email to choose which option I would like to take (again) I said refund - they still didn’t respond. They were very rude and made fun of me since they kept exchanging the phone